Complaints
This is a translation for your convenience. The Polish version is legally binding. View the Polish version
You can submit a complaint by email to kontakt@bogdanca.pl or in writing to our shop’s address in Poznań. We reply without delay, within 14 calendar days at the latest; if we do not reply within that time, the complaint is deemed justified.
How to submit a complaint
You can submit a complaint in two ways:
- by email to kontakt@bogdanca.pl,
- in writing to: Bogdanca Sp. z o.o., ul. 28 Czerwca 1956 r. 128, 61-526 Poznań.
In your complaint, include:
- your first name and surname, address and email address,
- the date the order was placed and, ideally, also its number,
- what the complaint is about and what you are requesting,
- the circumstances justifying the complaint: what is happening and since when.
Send the product you are complaining about with the complaint. If, owing to its nature, delivering it would be excessively difficult, make it available at the place where it is located. Photos of the defect attached to the complaint make it easier to assess the case.
Deadlines and possible outcomes
| Stage | What happens | Deadline |
|---|---|---|
| Complaint | you send a description and the product concerned | as soon as possible after discovering the defect |
| Reply | we inform you of the outcome by email or post | without delay, within 14 calendar days of the complaint being submitted at the latest |
| No reply within the deadline | the complaint is deemed justified | once 14 days have passed |
If the complaint is resolved in your favour, we will repair the goods, replace them with new goods of full value or refund their value.
Basis of liability
We are obliged to deliver goods and perform services free from defects. The basis and scope of our liability for defects are determined by generally applicable law. The full provisions on complaints are set out in the shop’s Terms and Conditions.
Defect or wear
Worn wheels, a worn brake pad and frayed laces are the result of normal skating. If you are not sure whether a problem is a defect, describe it and attach photos — it is then easier to agree on the next steps before you send anything.
If you disagree with the outcome
A consumer may use out-of-court methods of handling complaints:
- ask a district or municipal consumer ombudsman or a consumer organisation for free help,
- submit a request for mediation to the provincial inspector of the Trade Inspection (Inspekcja Handlowa),
- apply to a permanent consumer arbitration court at the Trade Inspection.
Returning goods that are not defective, for example because the size is wrong, is covered on the returns and size exchanges page.
Frequently asked questions
How do I submit a complaint to Bogdanca?
By email to kontakt@bogdanca.pl or in writing to our shop’s address in Poznań. Give your contact details, the order date, a description of the defect and what you are requesting.
How long does it take to deal with a complaint?
We reply without delay, within 14 calendar days of the complaint being submitted at the latest. If we do not reply within that time, the complaint is deemed accepted.
What will I get if my complaint is accepted?
Repair of the goods, replacement with new goods of full value or a refund of their value.
Do I have to send back the product I am complaining about?
Yes, the product is sent with the complaint. If delivering it would be excessively difficult, you make it available at the place where it is located.